Manager, Concierge Services New York, NY

2 weeks ago

Manila, National Capital Region, Philippines Yext Full time

Yext (NYSE: YEXT) is the leading digital presence platform for multi-location brands, with thousands of customers worldwide. With one central platform, brands can seamlessly deliver consistent, accurate, and engaging experiences and meaningfully connect with customers anywhere in the digital world. Our AI and machine learning technology powers the knowledge behind every customer engagement, which is only possible through our team of innovators and enthusiastic collaborators. Join us and experience firsthand why we are consistently recognized as a 'Best Place to Work' globally by industry leaders such as Built In, Fortune, and Great Place To Work

Yext is seeking an experienced customer service manager to help scale our Concierge Services organization. Yext's Concierge Services offerings are designed for clients who want Yext to help their field users — such as franchisees, agents, advisors, or local managers — get the most out of Yext. Our Concierge Services team can help maximize the success of the Yext program and provide field users with guidance and expertise to drive success with our platform.

The Manager, Concierge Services reports directly to the Senior Director, Concierge Services, and is responsible for the development and ongoing management of a team of Yext Concierge Services Specialists. Key responsibilities include managing a team responsible for assisting our Clients on the Yext platform, troubleshooting escalated technical issues in real-time, and advising on best practices. The Manager, Concierge Services is responsible for ensuring high levels of customer satisfaction by managing quality and productivity guidelines that will be met by their team. The ideal candidate has experience successfully building out a scalable support model across channels (e.g., email, chat, phone), all while creating a vibrant, dynamic, customer-focused culture.

This exciting opportunity offers a chance to work closely with multiple departments across Yext, as well as directly interface with a variety of Yext's largest, most strategic clients. This is a fantastic opportunity to build your career with a fast-growing tech company defining the new digital presence experience.

What You'll Do
  • Manage a team of Concierge Services Specialists focused on providing a high level of service to field users
  • Coach, support, and develop talent within the team; manage employees' growth and career trajectory and scale the team by sharing opportunities for increased effectiveness and efficiency while also identifying the key barriers to success
  • Develop and manage ticket queues and escalation paths - ensure SLAs are adhered to, and key KPIs such as CSAT and FiRT are met/exceeded
  • Assist the team in troubleshooting escalated issues in real-time
  • Serve as a key stakeholder, working with cross-functional teams to build out relevant help resources and internal documentation
  • Drive bug resolutions, requirements, and feature requests with Product and Engineering
  • Create a customer-centric culture focused on finding solutions and wowing customers
  • Scale Concierge Services to facilitate Yext's growth in clients, geographies, and capabilities
  • Develop a thorough understanding of Yext's product and customer needs, ensuring the team is trained and enabled to support both current and future
  • Raise the Bar – work continuously with the team to ideate, build and scale new ways of thinking/approaches to raise the bar in terms of the value we are bringing to our customers
What You Have
  • 3-5 years of leadership experience working in a contact center, workforce management environment, or related industry servicing multiple channels, SLAs, and varying KPIs
  • 3-5 years of customer support experience, preferably in a SaaS organization serving Enterprise customers
  • Understanding of B2B, SaaS, or client-facing consumer products
  • Strong customer-centric mindset, confidence/experience in speaking with clients, and defusing escalated situations
  • Experience scoping custom deals using time and material estimates and/or past deals to predict required resources, a plus
  • A true, inspirational leader who enjoys hiring, developing, mentoring, and motivating top talent
  • A strategic thinker with strong analytical skills who can use data to find solutions
  • Excellent communication skills, including experience speaking to business audiences and presenting to executive-level leadership
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